Helpdesk connector not loading new tickets

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Eccup Software · Helpdesk connector not loading new tickets

Holly reported that new tickets stopped appearing after a helpdesk change in April 2025. Bethan Lister asked her to reconnect the connector and send status screenshots.

Priority low

made from

What happened

What this says

As at Fri 9 Oct 2026

Holly reported that new tickets stopped appearing after a helpdesk change in April 2025. Bethan Lister asked her to reconnect the connector and send status screenshots.

Problem: Holly Garside said new tickets were not reaching B-Viz after a helpdesk change, with flat counts. Handling: Bethan Lister asked for a reconnect from the connectors page and a screenshot if counts stayed flat. The ticket was solved on 29 Apr 2025. Watch: This matches a broken source after a system change. The first response took 644 minutes, and the evidence does not show whether the reconnect worked.

AI · claude-haiku-5-5 · as at Fri 9 Oct 2026

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Details

Updated 9 Oct 26

Prioritylow

Statusclosed

Categoryconnector_sync

Channelemail

First response (min)644

Helpdeskmade from

Trail

created · Holly Garside 22 Apr 2025 08:26
Hi, since our helpdesk change last week, new tickets don't seem to be coming through to B-Viz. The ticket counts have been flat, and when I search for something from this week nothing turns up. What does the usage say on your side? Can you check the connector please? Thanks, Holly
Public reply · Bethan Lister 22 Apr 2025 19:10
Hi Holly, just so I've got this right: since your helpdesk change, new tickets aren't appearing in B-Viz at all, even after the refresh? Can you try the reconnect from the connectors page and tell me what you see? If the counts still look flat, send me a screenshot of the connector status. I've picked this up. Thanks, Bethan
Status change · Bethan Lister 29 Apr 2025 14:19
Status change · 3 May 2025 23:59

Helpdeskmade from

BG-Demo is a fictional company; every organisation and person here is invented. B-Viz is the tool. Data as of Fri 9 Oct 2026. Help & Support

Help & Support

Open as a page

Help & Support

B-Viz is one place to read everything the company knows about its customers: the CRM, calls, emails, support tickets, product usage, invoices, documents, news and HR. Every page is built from those systems and the data is current to Fri 9 Oct 2026.

How to use the site

Summary is the landing page: what happened this week, the calls just held and the calls coming up, the risks and the renewals due.
Organisations lists every customer. Open one to see its key facts, the AI assessment and next step, platform usage, the ARR journey, deals, documents, contacts and activity, and the lineage of every block.
Conversations, Commercial, People, News and Documents cut the same data by topic. System explains how the site is built and where each figure comes from.
Every card ends with a small made from link: it opens the lineage explorer focused on that card, so you can walk from the figure down to the raw rows it came from.
Use the sun and moon button at the top right to choose dark or light. Choose your device's own mode again to go back to following the device.

How to ask

Press Ask B (the speech bubble) in the header, or open the Ask B page. Type a question, or pick one of the suggestions.

Ask B sends your question to Claude through the B-Viz connector. Claude answers from the same records as these pages, read-only, and links each claim to its source page.
Find (the box in the header) finds the organisations, people, calls, emails, tickets, documents and news that match your words, with links to their pages.
The same connector works in Claude Desktop or the B-Viz Claude Project, with the same answers and sources.

What the data covers

Data	Records
Organisations	300
People at customers	1,880
BG-Demo staff records (in post and leavers)	65
Calls	2,593
Email threads	3,882
Support tickets	1,502
Documents	1,582
Deals	403
Invoices	365
Events	49
News items	147

Data as of Fri 9 Oct 2026. Text marked AI was written by the AI from the records listed in its made-from link; an AI output that cannot cite its evidence is refused and the previous text kept. Where two systems disagree (for example a contract and the CRM), the key facts show both values and mark the difference.

BG-Demo is a fictional company: every organisation, person and figure here is invented for this demonstration. B-Viz is the tool that reads its data.

Who to contact

Email info@b-viz.com or talk to your B-Viz account team. Tell us the page address and what looked wrong; a screenshot helps.

Help